1. Statutory right of withdrawal
Consumers within the EU generally have a 14-day cooling-off period. However, this right is excluded for products that are sealed for health, hygiene or quality-assurance reasons and whose seal is broken after delivery (Art. 6:230p(g) Dutch Civil Code). Because our products are research reagents with strict medical and storage requirements, they fall under this exclusion once opened.
2. No returns for opened, used or tampered products
For safety, quality and traceability reasons we do not accept returns if:
- the original seal, vial cap, pen cap or packaging has been opened, broken or removed;
- the product has been used, reconstituted, mixed, injected, handled or in any way altered;
- the product shows signs of contamination, temperature damage or mishandling;
- the batch number, label, QR code or packaging has been removed, altered or made unreadable.
3. Temperature and storage conditions
Peptides and reagents are temperature-sensitive. Once the cold chain is broken, the product can no longer be verified or resold. Returns are therefore not accepted if the product has been left unrefrigerated, exposed to heat, light, moisture or stored outside the conditions stated on the product label and Certificate of Analysis.
4. Sterile and sealed products
Many items are supplied in sterile, single-use or sealed packaging to preserve integrity. Breaking the seal compromises sterility and creates an unverifiable medical risk. For this reason, sealed products are non-returnable from the moment the seal is broken.
5. Exceptions: damaged, incorrect or defective shipment
We will replace or refund an order when the problem is caused by us or the carrier. Report the issue within 48 hours of receipt with clear photos to support@teddypeps.nl. Eligible cases include:
- visible transport damage that affects the product;
- the wrong product or variant was delivered;
- leaked, broken or otherwise compromised primary packaging upon arrival.
6. How to request a return
- Email support@teddypeps.nl with your order number and reason for return.
- Include clear photos of the unopened product, seal and outer packaging.
- Wait for our written approval and return instructions before sending anything back.
- Return the product in its original, unopened and undamaged packaging, sufficiently stamped.
7. Refunds
Approved returns are inspected within 5 business days of receipt. If the product is returned unopened, in original condition and within the required timeframe, the purchase amount is refunded to the original payment method within 14 days. Shipping costs are not refunded unless the return is due to our error or transport damage.
8. Return shipping costs
The buyer is responsible for the cost of return shipping, unless Teddy Peps has confirmed that the return is due to a damaged, incorrect or defective shipment. Use a tracked shipping method; we are not liable for returns lost in transit.
9. Contact
Questions about returns or this policy? Contact us via support@teddypeps.nl or the contact page.